Apple Fashion Fair — Attraction in Fresno

I made an appointment to purchase a new iPad Pro 11". The workers out front managing the que were all very friendly, and the original young lady who helped me with my purchase was also very nice, answered my questions, and was efficient. When I got back out to my car, I decided to get it set up to make sure I had everything I needed. It was then that I realized I was sold the wrong case and that the charger port was different than my previous iPad/iPhone (no big deal).

I went back inside and explained that I was sold the wrong case and also needed to purchase an adapter and longer cord. They told me to go inside and someone would help me. About 5 minutes later, a gentleman came over asking if I was being helped. I explained what happened and he asked another young woman (different from the original sales associate) to assist me with the exchange and purchase of a cord/adapter.

From the very beginning she seemed less than enthused to wait on me. She asked for my receipt and, when I told her that I wasn't given one but could check my email, she insisted (and argued with me) that if I had purchased it in the store I would have been given a paper receipt - despite me telling her over and over that I was not given a paper version. It came across as if she was accusing me of not having purchased it in the store (literally 10 minutes prior). After scanning my DIGITAL receipt from my email, she told me that they did not have the right case in stock...when I asked if there was an alternative or if it could be ordered, she found one on the shelf (right in front of us). I then reminded her that I needed an adapter so I could plug it into the USB port in my car (the iPad uses a USB-C) and that I would like a longer cord than what comes with it. Her response was a very snippy - we don't sell a plug for your cigarette lighter; there's a 0.8m cord (pointing at a box on the shelf). NOT what I asked for at all - who even has a cigarette lighter in their car these days and why would I pay $30 for a cord not much, if any, longer than the one it comes with??? I explained AGAIN that I needed an adapter to plug into a regular USB port and that I wanted a longer cord. Her response, "we don't have them." So, I asked, are they available on the Apple Store app or can they be ordered? Which was met with a very annoyed, "I recommend you go on Amazon and order it yourself - it's easier." Easier for who? Isn't it her JOB to sell APPLE products to APPLE customers in the APPLE store? Like a glutton for punishment, I asked her what the difference was between the 2m USB-C lightening cord (which they had) and a USB-C cord. She was unable to answer but said that the lightening cord wouldn't work for me. I asked her again what the difference was and she said, "I have that iPad, so I know." Well, OK then. After a few more interactions just like these, I asked her to just process my exchange and said I would handle the rest myself. She took my payment, said you're set, and walked away...WITHOUT giving me a paper receipt, BTW (I guess you DON'T always get them in the store...)

Needless to say, I went home and ordered the accessories I wanted from the Apple Store app and one item from Amazon. It's too bad the second associate RUINED the otherwise pleasant experience I had...

If I could give a 0 I would. 12/18/23 approximate time 7:15/7:30pm

Title: Extremely Disappointing Experience at Fashion Fair Mall Apple Store

Review: I recently visited the Apple Store in Fashion Fair Mall, and the experience was not just disappointing, but distressing. My primary concern was to understand whether the iPhone replacement I received was new or refurbished. This question stemmed from a prior negative experience with refurbished phones from a different provider.

The initial assurance from a store representative about receiving a “brand new” device turned questionable when I noticed the model number starting with ‘N’, which I had come to associate with refurbished units. Seeking clarity, I approached Ruben, an employee. His response to my valid query was shockingly dismissive. “What does the letter have to do with anything in the model number?” he retorted, not hiding his impatience. As I tried to explain my past experiences and concerns, he repeatedly cut me off, insisting the first letter was merely for color or model identification, contradicting his initial claim of it being insignificant.

Feeling unheard, I approached Tee, the manager, hoping for a more understanding response. However, Tee’s approach was no different. She repeatedly stated that the device was “like new,” without acknowledging my concerns about the earlier assurance of receiving a new phone. When I recounted my conversation with Ruben, hoping for some intervention, she simply echoed his words, showing no intent to understand or address my dissatisfaction. Her demeanor was far from what one would expect from a manager in a customer-focused setting.

The interaction spiraled downwards when Ruben, in response to my attempts to lighten the mood, accused me of laughing at him. I assured him that wasn’t the case and reiterated my need for help, only to be met with, “Well, how would you react if I laughed at you?” This level of unprofessionalism and lack of empathy in a customer service setting is appalling, especially coming from a brand like Apple.

In the end, no resolution was offered, and I left the store feeling belittled and disregarded. The entire experience was akin to what one might expect in a poorly managed discount store, not an Apple Store known for its customer service excellence. This incident not only reflects poorly on the individuals involved but also tarnishes the reputation of Apple as a customer-centric brand.

As a loyal Apple customer, I am left deeply disillusioned and am reevaluating my future dealings with the brand. It’s disheartening when a casual visit to McDonald’s following this experience offered more warmth and customer concern than what I received at the Apple Store.

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VERY frustrated with the screen repair experience here. I had a third party store replace my screen initially, and after realizing they put it on crooked, I decided to have it done right at the Apple Store. I set an appointment at 5:30 PM on Tuesday night to come back for the repair at 7:30 PM on Tuesday night. Then, after coming to the appointment, I was told they'd need me to leave the phone overnight, and I could pick it up on Wednesday morning. They mentioned they had the screen for it, so I was annoyed that I waited around Fashion Fair for 2 hours to go to an appointment where I ultimately end up just dropping off my phone. Huge waste of time. But that's only the beginning. I went back on Wednesday morning to pick up my phone. The employee brought it out and said something about needing to order another part, so I'd have to come back again the next day to get it fixed. Also a huge annoyance and a significant waste of time. I noticed the phone didn't turn on and figured it just needed a charge. I went out to my car and plugged it in for 15 minutes, and the screen never gave any response. So, I went back into the store pretty frustrated to show them this. I AM SHOCKED you would hand someone their phone back when it completely doesn't even work. How do you not check your work at all?! Anyway, I wanted to know what was going on. They told me they'd call me; I pointed out they would have a hard time doing that considering my phone didn't even turn on anymore. I was also told that it didn't work because of the third party screen. I find that to be a bad reason considering the phone turned on and functioned mostly fine when I brought it in and then didn't turn on at all after I left the store. Anyway, a screen replacement is traditionally such a simple repair. I can't believe it's become such a hassle. I came here since the third party place got it wrong. I'm still dumbfounded they would hand me back my phone with it not even turning on anymore. Did they really expect me to not notice that? I don't have any more patience for poor service and lack of communication considering how much they charge for this repair and now having to go back to the store for a fourth time tomorrow. They really need to...